Senior Customer Service Representative

2 weeks ago

Delhi, Delhi, India Anand Prakash Full time
Join Anand Prakash Design

We are a luxury lifestyle and stationery brand known for handcrafted, timeless design since 2003. Our work culture is rooted in creativity, elegance, and attention to detail—and our customer experience reflects the same.

We're hiring a Senior Customer Service Representative to be the first point of contact for our discerning clientele. This role requires someone with exceptional interpersonal skills, a calm and thoughtful manner, and a genuine appreciation for luxury. You'll assist customers, resolve concerns, guide gifting experiences, and ensure every interaction feels personal, seamless, and refined.

If you're passionate about service excellence and want to represent a brand that values care, beauty, and authenticity—we'd love to hear from you.

Responsibilities:

- Handle customer inquiries, feedback, and concerns across phone, email, chat, and social media with empathy, clarity, and warmth.
- Provide timely, accurate, and personalised support, always aiming to exceed expectations.
- Proactively call customers to gather feedback, assist with high-value or special orders, and offer a more meaningful purchase experience.
- Maintain deep knowledge of Anand Prakash's products and philosophy to guide customers with informed recommendations.
- Identify opportunities to upsell or cross-sell when appropriate, enhancing the customer's gifting or purchase journey.
- Collaborate with internal teams (design, packaging, dispatch) to ensure smooth, timely resolutions and elegant experiences.
- Record and manage customer information and interactions in the CRM system with attention to detail and confidentiality.
- Contribute to the creation of support resources (FAQs, help documents, customer care scripts) that reflect our unique voice and values.
- Stay up-to-date with customer service trends and tools to improve our customer delight journey continuously.
- Share customer insights and feedback internally to help shape product and service enhancements.
- Be a brand ambassador in every interaction—reflecting our ethos of thoughtfulness, sophistication, and honest care.

Qualifications:

- A minimum of 5 years' experience in a customer service or client relations role is required, with experience in luxury retail, design, hospitality, or gifting strongly preferred.
- Exceptional communication and interpersonal skills, with a love for helping people.
- Deep appreciation for aesthetics, craftsmanship, and the Anand Prakash brand.
- Ability to solve problems gracefully, stay calm under pressure, and handle multiple priorities elegantly.
- Proficiency in Microsoft Office applications and CRM platforms.
- Highly organized, with excellent follow-up and time management skills.

What We Offer:

- Competitive salary and benefits package
- Opportunity to work with prestigious clients, institutions, and organizations
- A creative, inclusive, and dynamic working environment
- Opportunity for career growth and development
- Work directly with the founder, Anand Prakash

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